Check the item's status and the player ID on your order page. If the ID is wrong, contact support at once: the page warns that a top-up cannot be reversed.
Open your order page and read the item's status and the player ID on it. Delivery is usually instant, but it might take 0–24 hours in rare cases. If the ID on the order is wrong, contact support at once.
01Check the order
- 1Open your order page: the link in your order email, or Orders in your account.
- 2Read the status on the top-up item:Awaiting payment: the payment has not been confirmed, so the top-up has not been sent.Processing: the order is paid and the top-up is being sent.Delivered: the top-up was sent to the ID shown.Failed, Cancelled, Expired or Refunded: the top-up was not sent.
- 3Under Top-up account, compare the Player ID, and the Server or Zone if shown, with your game profile, digit by digit.
02If it says Delivered but you see nothing
- Open the game on the account with exactly that ID, and on that server or zone, and check the balance.
- Close the game and open it again.
If the credit is still missing, contact support. Under our Refund Policy (section 3.2), game credits confirmed to be invalid or non-functional on the specified platform through no fault of the customer are refundable.
03If you entered the wrong ID
Contact support at once and say "wrong player ID" with your order number.
- Before you pay, the top-up page warns you to check your ID, because a top-up goes to the ID you enter and cannot be reversed.
- Under our Refund Policy, cancellation is only possible before delivery or activation. If the top-up has not been sent yet, tell us quickly so we can try to stop it.
- If it was already delivered, support reviews your case under the Refund Policy. We cannot promise that the credit can be recovered or moved.
04When to contact support
Contact us if the ID is wrong, if the item shows Delivered but the credit is missing, or if 24 hours have passed and the item still shows Processing. You can write earlier. Use the support widget on the site, or email [email protected], and send:
- your order number (format KM/ORDER-XXXXXXXX)
- the email used for the order
- the game and the package
- the player ID (and server or zone) on the order, and the one you meant if it differs
- a screenshot of your game profile showing your ID, and of your in-game balance
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.